Library Anxiety

Annotation #8

Atlas, M.C. (2005). Library anxiety in the electronic era, or why won't anybody talk to me anymore. Reference & User Services Quarterly, 44(4), 314-319.

This article, subtitled "One Librarian's Rant" ends with the statement "And the bottom line on library anxiety--get over it!" (p. 319) Atlas makes the case for mutual responsibility between patrons and librarians to minimize the perception of librarians as busy, intimidating, and judgmental. Despite Atlas' flippant tone, she presents a concise review of the existing literature on library anxiety, a term coined in 1986 by Mellon referring to "a feeling that one's library skills are inadequate...and that one's inadequacy is revealed by asking questions" (p. 315).

While Atlas' ultimate goal is to bring patrons into the library and up to the reference desk, she mentions how virtual reference services "help patrons avoid the fear factor." Atlas refers to the increase in virtual reference as "librarians themselves are becoming one with the Web" and implies indirectly that this is a good thing (p. 315).

This idea has implications for Skype reference. With services like IM and email now becoming mainstream in many libraries, Skype might be a good next step in combating library anxiety. For example, ESL students are one group in particular who may feel anxious or embarrassed about approach a librarian due to negative self-perception of their language abilities. I know from personal experience at College Library that reference chats are increasing and that a significant portion come from non-native English speakers. Atlas also mentions a study that showed med school students ask for help less frequently than other patrons--despite needing to do lots of complex research-- perhaps because of rampant perfectionism among med school students. Virtual reference lends a layer of anonymity that can lessen library anxiety and the perceived stigma attached to asking for help.

I've theorized in other posts that Skype seems to work best for personal communication or in a language learning setting. As we've seen with the University of Nebraska and University of Ohio libraries, attempts to use Skype for reference have been mixed. What if the "freak factor" Char Booth mentions of students seeing a "librarian in a box" adds to the "fear factor" of approaching a real librarian? Will older or technophobic patrons be alienated by Skype reference?

Answering my own question, I think that as long as regular reference services are maintained, there's no reason for virtual reference to present a barrier for patrons who are less comfortable using technology.

Unlike IM and email, Skype is face-to-face or at least voice-to-voice chat. This might be even more awkward and intimidating for some patrons than approaching a reference librarian in person. In some ways, a Skype call is more intimate than a traditional in-person reference interview...you're watching a person think, surf the web, ignore you, multitask, and most bizarrely, you're watching them watch themselves. The effect of being on camera fundamentally changes how people act. They might become more self-conscious, especially if new to Skype.

On the other hand, Skype offers flexibility. One or both participants can turn off their video but maintain voice communication. Another benefit of Skype is the screen-sharing feature, a clear advantage over traditional instant messaging. In screen-share mode, the video image of the caller doesn't show up, and instead the librarian's mousing can be shown to the patron. This could prevent the caller from getting too distracted/embarrassed by their own video image.

To sum up, it remains to be seen whether Skype will exacerbate or alleviate patrons' library anxiety. More large-scale tests like those at Ohio University and very recently at MATC (Madison Area Technical College) are needed.